Manager, Travel Services

Title:Manager, Travel Services
Employee Working Location:Partially Virtual / Hybrid (Canada)
Employment Status:Permanent Full-Time

The Canadian Red Cross (CRC) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2026, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

The Manager, Travel Services oversees the team to meet operational priorities and deliver services according to policies and standards, ensures service excellence to clients, efficient functioning of the team, and fosters a collaborative and productive team environment. They manage day-to-day team operations, allocate resources and resolve escalations and operational challenges to deliver services within standards, and achieve short term objectives. The Manager, Travel Services collaborates with other teams to develop effective and integrated workflows, develop solutions to difficult issues, and foster a high performing, service-oriented team. They are responsible for monitoring performance, developing talent, ensuring compliance with organization policies, and fostering a collaborative and positive team environment.

In this role, you will:

• Lead and manage the service team ensuring alignment with organizational goals.
• Oversee daily operations, including staff scheduling, resource allocation, and workflow management to ensure efficiency and quality service delivery.
• Ensure high levels of customer satisfaction by addressing escalated issues and continuously improving service.
• Recruit, train, and develop staff, fostering a positive and collaborative team environment.
• Coordinate and collaborate with internal teams and external stakeholders and vendors to enhance service effectiveness.
• Implement, monitor and oversee quality assurance programs to ensure that customer interactions meet established standards for service quality and manage customer escalations and complaints.
• Track and analyze key performance metrics, conduct regular performance reviews, and implement improvement plans as needed. Identify opportunities to streamline and improve service processes, procedures, and systems.
• Prepare and present reports on performance to senior management, providing insights and recommendations for strategic planning.
• Set team performance and development objectives, establish workplans, monitor performance, resolve conflict, and provide coaching and feedback.
• Contribute to budget planning, operational plans, monitoring and reporting of financials.
• Analyze and evaluate team performance to continuously improve, solve day-to-day operational problems, and manage internal and external stakeholder expectations.
• Communicate with internal stakeholders and clients to provide services/solutions, understand needs, and receive feedback. Support the adoption of change amongst team members and clients.
• Contribute to the development and implementation of projects and initiatives.
• Monitor compliance with service standards, legislation and CRC policies; identify risks and recommend mitigations.

What we are looking for:

• Qualifications include a minimum of 4-7 years experience and a 3-year college diploma or university degree in business administration or related field and/or an equivalent combination of education and experience. Certifications or designations may be necessary depending on legal or regulatory requirements.
• Previous experience in travel, accommodation, logistics, and/or tourism is considered a strong asset.
• Supervisory or management experience with leadership and team management skills and the ability to manage performance, resolve conflicts and engage employees.
• Fluency in English and French is required.
• In-depth knowledge of customer service principles and practices.
• Ability to analyze performance metrics and implement improvements.
• Ability to identify complex problems, analyze interrelated factors, assess and mitigate risks, and develop solutions using specialized skills.
• Proficiency in Microsoft Office applications (Word, Outlook, Excel, PowerPoint) and SharePoint and sector-relevant technologies is required.
• Communication and influencing skills to synthesize diverse and sometimes conflicting perspectives and find mutually beneficial solutions, often in sensitive or complex situations.
• Ability to prioritize and manage multiple tasks and projects in a fast-paced environment.

Working Conditions

• No unusual physical requirements.
• Requires significant attention to detail and concentration and ability to mentally process large amounts of information.
• The work pace is often unpredictable with significant time pressures.
• Ability to adapt to frequent and often urgent changes in priorities, make decisions under pressure, and work at an unpredictable pace.
• The role includes deployment to emergency operations, and office-based work. Some domestic or international travel to generally safe locations; exposure to moderate adverse conditions requiring attention to personal safety.
• Work requires the ability to work to multiple, conflicting deadlines.
• Will be required to work extended hours and outside traditional business days/hours on rotation during peak periods on short notice.
• This role require participation in a rotating on-call schedule to manage operations and issues outside of regular business hours.
• In a large-scale emergency, where staff numbers are compromised or additional resources are required provide disaster relief and/or emergency field operational support.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).